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Reference C
ards
TM
IT 4 ITThe Open Group IT4IT™ Value Chain and Reference Architecture Version 2.1
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
About the IT4IT™ Value Chain and Reference Architecture The IT4IT Reference Architecture prescribes holistic management of the business of IT with continuous insight and control, enabling Boundaryless Information Flow™ across the entire IT Value Chain.
The Open Group IT4IT Reference Architecture standard comprises a reference architecture and a value chain-based operating model for managing the business of IT. It provides prescriptive guidance on how to design, procure, and implement the functionality needed to run IT. The end-to-end, ‘how to’ emphasis of the IT Value Chain and IT4IT Reference Architecture also enables the state of services that IT delivers to be systematically tracked across the service lifecycle.
For more information, see www.opengroup.org/IT4IT.
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
An IT4IT Service Model approach enables effective
IT Portfolio Management
The IT4IT Standards-
based operating model shifts IT effort to value
delivery
The IT4IT Value Streams support
transition to Agile, Lean IT,
DevOps, BiModal
The IT4IT Value Chain model
supports an end-to-end focus on
business outcomes
The IT4IT™ Value Chain and Reference Architecture: Accelerate your Transformation to a Digital Enterprise
For more detail, view the IT4IT™ Management Guide “IT4IT™ for Managing the Business of IT”:
www.opengroup.org/library/g160
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
The IT4IT™ Reference Architecture and the IT Value Chain
Value Streams Efficiency
& Agility Finance & Assets
Intelligence & Reporting
Resource & Project
Governance, Risk & Compliance
Sourcing & Vendor
Requirement
to Deploy
Detect
to Correct
Strategy
to Portfolio
Request
to Fulfill
IT V
alue
Cha
in
Plan Build Deliver Run
Service Model Backbone
Supp
ortin
g Ac
tivitie
s
Leveraging Business Value Chain Success
Define your strategy to balance and broker your portfolio
Plan
Prioritize every requirement to build the best services and deploy them
Handle each request by streamlining the process to fulfill it
Seek to detect issues and to correct them before impacting users
Build Deliver Run
Service Model Backbone
An Operating Model for the New Style of IT
Strategy to Portfolio
Drive IT portfolio to business innovation
Requirement to Deploy
Build what the business needs, when it needs it
Request to Fulfill
Catalog, fulfill, & manage service usage
Detect to Correct
Anticipate & resolve production issues
IT Value Chain
Value Stream Overview
Service Model Lifecycle
Con
cept
ual Logical
Providers
Service Model
Consumer Cont
inuo
us A
sses
smen
t Continuous Integration
Conceptual Service
Service Catalog
Entry
Logical Service
Service Release
Service Release
Blueprint
Actual Service Desired
Service
Continuous Delivery
Realized
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
IT4IT™ Reference Architecture,Level 1
ProblemComponent
IncidentComponent
Offer Consumption Component
ServiceDesign
Component
ReleaseCompositionComponent
ServiceMonitoring
Component
EventComponent
ChangeControl
Component
UsageComponent
Diagnostics &RemediationComponent
Chargeback/Showback
Component
RequestRationalization
Component
CatalogCompositionComponent
OfferManagementComponent
BuildComponent
TestComponent
DefectComponent
SourceControl
Component
ProjectComponent
RequirementComponent
EnterpriseArchitectureComponent
ServicePortfolio
Component
PortfolioDemand
Component
ProposalComponent
PolicyComponent
FulfillmentExecution
Component
ConfigurationManagement
Component
Strategy toPortfolio Requirement to Deploy Request to Fulfill Detect to Correct
EnterpriseArchi-tecture
Policy Require-ment
ScopeAgree-ment
ITInitiative
PortfolioBacklog
Item
Source
Con-ceptualService
LogicalService
TestCase
Defect
Offer
ServiceRelease
Build
ServiceCatalogEntry
DesiredService
UsageRecord
Fulfill-ment
Request
Sub-scription
Charge-back
Contract
Request
Problem,KnownError
Incident
Event
ServiceMonitor
RunBook
RFC
ShoppingCart
Service LevelComponent
ServiceContract
ActualService
Build PackageComponent
BuildPackage
ServiceReleaseBlueprint
IT4IT Reference Architecture L1
Charge-back
Record
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
Manage your IT Portfolio and Investments to Drive Business Innovation
Strategy Service Portfolio Demand Selection
• Define objectives • Align business and
IT roadmaps • Set up standards
and policies
• Enterprise Architecture
• Service portfolio rationalization
• Create service blueprint and roadmap
• Consolidate demand
• Analyze priority, urgency, and impact
• Create new or tag existing demand
• Business value, risk, costs, benefits, & resources
• What-if analysis • Ensure governance
Key Activities
Holistic Demand Across PMO, enterprise architecture, and service portfolio mgmt
Business Priorities Decisions are based on business needs
Data Consistency Reliability and trust based on consistent data across services
Financial Visibility Information on investment activity and value realization
Traceability Link from business request to what was delivered
Communication With business stakeholders through service roadmaps
% of new investment vs maintenance Innovation
% planned vs actual Costs
% CapEx vs OpEx Capital
By source and type Demand
% satisfied customers per service Usage
Deficiencies in security policies and standards Compliance
Value Drivers Proof Points
• Provide the strategy to balance and broker your portfolio
• Provide a unified viewpoint across PMO, Enterprise Architecture, and service portfolio
• Improve data quality for decision-making
• Provide KPIs and roadmaps to improve business communication
Strategy to Portfolio (S2P)
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
Requirement Component
Requirement to Deploy
1:n
n:1
PortfolioBacklog
Item
Portfolio BacklogItem (rationalized/
prioritized)
Competency(availability)
Assets(availability)
Policy
PortfolioBacklog Item
Policy
Requirement
1:n
ConceptualService
PortfolioBacklog
Item
ConceptualService
ConceptualService
Blueprint
n:m
Scope AgreementScope Agreement
Service Design Component
LogicalService
Portfolio DemandComponent
Service PortfolioComponent
n:m
Business Process
Portfolio Backlog Item
n:1Policy
Component
ProposalComponent
Requirement to Deploy
IT AssetManagement
LaborManagement
Problem Component
Problem,Known ErrorDetect to Correct
EnterpriseArchitecture
Enterprise ArchitectureComponent
n:m
1:1
Supporting Function
S2P V.2.1
Service Model
Data Object – Key
Record Fabric IntegrationEntity Relationship
Functional Component – Key
Functional Component – Auxiliary
Data Object – Auxiliary
Engagement Dataflow
Current Practice
1:n
BusinessStrategy
(External to IT)
Budget for Run & Operate
IT Budget Request
Approved IT Budget
Scoping & Investment Decisions
ActualSpend
Scoping &InvestmentDecisions
IT Investment PortfolioComponent
ITFM Supporting Function
IT Budget Item
n:1
1:n
Project Component
IT InitiativeRequirement to Deploy
Offer ManagementComponent
Request to Fulfill
1:n
Estimated Labor & Asset Configuration
Estimated Labor & Asset Cost
Proposed ITInvestments
EstimatedBudget
Development Scope & BudgetDevelopment Spend
Cost Modeling Component
ITFM Supporting Function
IT Cost Model
Chargeback/ShowbackComponent
Request to Fulfill
n:1
Finance(external to IT)
ChargebackRecord
Strategy to Portfolio (S2P 2.1)
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
Requirement to Deploy (R2D)
Prioritize Every Requirement to Build or Source the Best Services and Deploy Them
Plan & Design Develop Test Deploy
• IT project plan • Logical service
model • Requirements • Functional &
technical • Standards &
policies
• Development: agile, iterative, waterfall, …
• Source & set up dev. environment
• Version control • Developer testing
• Functional: desktop, web, mobile
• Performance: desktop, web, mobile
• Security: static, dynamic
• Release plan • Change and
configuration process
• Knowledge management
• Application and security monitors
Key Activities
Reuse Re-use of services and requirements becomes the norm
Time - to - Market Faster time - to - market for service realization
Supplier Info Increased traceability across internal and external suppliers
Financial Visibility Improved inputs to IT Financial Management on full service cost
Predictability Control point facts for quality, utility, security, and cost
Policy Compliance Across security, risk, enterprise architecture, and finance
% of requirements – dev, test, deploy Requirements
% of project tasks or cycles on time On Time
% of automated build, tests, deploy Automation
% of detected versus closed at release Defects
% of successful deployments Deploy
% of emergency changes Change
Value Drivers Proof Points
• Provide a framework for creating, modifying, or sourcing a service
• Support agile and traditional development methodologies
• Enable visibility of the quality, utility, schedule, and cost of the services you deliver
• Define continuous integration and deployment control points
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
Requirement to Deploy (R2D 2.1)
Fulfillment ExecutionComponent
Portfolio DemandComponent
Strategy to PortfolioPortfolio Backlog Item
Policy Component
Source ControlComponent
ProblemComponent
Detect to Correct
IT Initiative
Requirement
1:n
1:n
Source
1:n
Defect
1:n
RFC (Normal)
1:n
LogicalService
Blueprint
Policy
Defect
Defect1:n
n:m
RFC
n:m
RequirementComponent
Test Case
Test Component
IncidentComponent
Project Component Change ControlComponent
1:n 1:n
1:1
Scope Agreement
1:n 1:1LogicalService
ServiceRelease
ReleasePackage
Defect Component
Problem,Known Error
1:1
n:1
1:n
Defect
1:1
Incident
ITInitiative
Requirement
Defect
1:1
Service Design Component
Catalog CompositionComponent
Service Catalog Entry
Release Package
ReleaseComposition Comp.
Strategy to Portfolio
Service Catalog Entry (Unbound)
1:n
RFC
Service ReleaseBlueprint
Service Contract (Template)
n:m
DesiredService
FulfillmentRequest
1:n
Build Component
Build
Build PackageComponent
Build Package
n:1n:m
n:m
Service Level ComponentServiceContract
n:m
1:n
1:n
Detect to Correct
Detect to Correct
Request to Fulfill
Request to Fulfill
Proposal Component
Scope Agreement
Strategy to Portfolio1:n
Request
DevelopmentSpend
Development Spend
DevelopmentScope & Budget
Service PortfolioComponent
ConceptualService
Strategy to Portfolio
Chargeback/ShowbackComponent
Request to Fulfill
RequestRationalizationComponent
Request to Fulfill
1:n
ChargebackRecord
Service Model
Data Object – Key
Functional Component – Key
Functional Component – Auxiliary
Data Object – Auxiliary
IT4IT Reference Architecture, Version 2.1
Record Fabric Integration
Entity Relationship
Engagement Dataflow
Current Practice
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
Request to Fulfill (R2F)
Manage Catalog, Subscriptions, and Fulfillment across Multiple Providers
Design & Publish Subscribe Fulfill Measure
• Mash catalog items from all fulfillment engines
• Set pricing, options, and SLA
• Publish services
• Portal engagement • Personalized
experience • Self-service • Manage
subscriptions
• Route fulfillments • Automate
deployment • Use internal and
external providers • Integrate with
change, asset & config. systems
• Service usage measurement
• Chargeback/ showback
• Cost transparency • Surveys and
ratings
Key Activities
Consumption Consumers easily find and subscribe via self - service
Single Catalog Single offer catalog with multiple fulfillment providers
Service Broker Transition from request management to broker
Efficiency Standard subscription process with policies and automation
Traceability Across subscription, usage, and chargeback
Cost Optimization Recover expired and unused subscriptions and licenses
Subscriptions per period per service Deliver
% of self - service requests Costs
% of orders fulfilled with automation Speed
% of subscriptions active or expiring Broker
% of successful deployments Usage
% of subscriptions requiring an incident Satisfaction
Value Drivers Proof Points
• Help your IT organization transition to a service broker model
• Present a single catalog with items from multiple supplier catalogs
• Efficiently manage subscriptions and total cost of service
• Manage and measure fulfillments across multiple suppliers
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
Request to Fulfill (R2F 2.1)
Service Model
Data Object – Key
Record Fabric IntegrationEntity Relationship
Functional Component – Key
Functional Component – Auxiliary
Data Object – Auxiliary
Engagement Dataflow
Current Practice
ChargebackRecord
Service CatalogEntry (Unbound)
Usage
Usage
Subscription
Request
User Profile
n:m
1:1
Shopping Cart
ChargebackRecord
n:m
1:n
1:n
ServiceMonitor
Request
Knowledge
Status
FulfillmentEngine & Deploy/Provision Systems
RFC
Request
Composite/CompoundRequest
Sourcing &Vendor
Management(External to IT)
EngagementExperience Portal
Offer Consumption Component
1:n
Service CatalogEntry (Bound)
ActualService
ReleasePackage
ServiceContract
(Template)
Service Level Status
ServiceContract
(Instance)
Self-ServiceSupportKnowledgeCollaboration
Conversation
Service Catalog
Shopping Cart
R2F 2.1
Estimated Labor& Asset
Configuration
EstimatedLabor &
Asset Cost
ChargebackRecord
Request
ChargebackRecord
ProposalComponent
Strategy to Portfolio
Invoice
CostReleaseCompositionComponent
Service ReleaseBlueprint
Requirement to Deploy
Change ControlComponent
RFC
Detect to Correct
Service Catalog Entry
CatalogCompositionComponent Desired
ServiceFulfillmentRequest
Fulfillment ExecutionComponent
n:1
IncidentComponent
Detect to Correct
Service MonitoringComponent
Detect to Correct
n:m
1:n
1:1n:1
ConfigurationManagementComponent
Actual ServiceDetect to Correct
1:1
1:n
n:1
OfferCatalog
n:m
Offer
Offer Mgmt.Component
Request RationalizationComponent
Subscriptionn:m
Request
Service LevelComponent
Detect to Correct
Service Contract
1:1
Project Component
Requirement to Deploy
Incident
IT AssetManagement
Supporting Function
Finance(External to IT)
1:n
Knowledge &CollaborationComponent
Supporting Function
ServicePortfolio
Component
Strategy to Portfolio
Chargeback/ShowbackComponent
ChargebackContract
ChargebackRecord
1:n
UsageComponent
Usage Record
1:n
1:n
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
Detect to Correct (D2C)
Integrating IT Operations to Quickly Find and Fix Issues
Detect Diagnose Change Resolve
• See events, alarms, and metrics across the entire infrastructure
• Understand user issues
• Trace the relationship between events
• Enrichment • Root cause • Severity and
business impact • Defined escalation
path • Auto-fixed common
issues
• Define change request
• Perform problem and risk analysis
• Approve
• Implement change • Leverage run
books • Verify recovery • Close records
Key Activities
Efficiency End - to - end visibility to quickly identify and resolve
Collaboration Common language with consistent data and shared configuration
Traceability Across event, incident, change, and resolution
Cost Reduce tickets, war rooms, and duplicate work
Risk Defined business impact and reduced clannish knowledge
Improvement Shorter mean time to repair and more uptime
Decrease mean time to repair Velocity
% of automated event and incident resolutions Costs
Increase in problems identified and solved Root Cause
% of events and incidents escalated Effort
% of change - related outages Teamwork
% of first call resolution Satisfaction
Value Drivers Proof Points
• Bring together IT service operations to enhance results and efficiency
• Enable end-to-end visibility using a shared configuration model
• Identify issues before they affect users
• Reduce the mean time to repair
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
Detect to Correct (D2C 2.1)
Knowledge & CollaborationComponent
n:m
Service Model
Data Object – Key
Record Fabric IntegrationEntity Relationship
Functional Component – Key
Functional Component – Auxiliary
Data Object – Auxiliary
Engagement Dataflow
Current Practice
Self-ServiceSupport
Defect Component
Requirementto Deploy
Defect
Portfolio DemandComponent
Strategy to Portfolio
Portfolio BacklogItem
IncidentEvent
Actual Service
RFCService Monitor
1:n
1:n n:m
n:m
Problem,Known Error
n:m
n:m
n:m
Event Incident
RFC
RFC
Problem RFC
IncidentRequest to Fulfill
Fulfillment ExecutionComponent
PortfolioBacklog
Item
n:m
Usage
1:n
Run Book
Run Book
Run Book
n:m
Service DiscoveryActual Service
Defect
Knowledge
n:m
1:n
1:n
Supporting Function
ServiceMonitor
KnowledgeRun Book
Interaction
n:m
DesiredService
1:1
1:1
UsageComponent
Request to Fulfill
Defect
1:1 1:1
OfferConsumptionComponent
Request to Fulfill
Status
Service MonitoringComponent
IncidentComponent
Change ControlComponent
ProblemComponent
Diagnostics &RemediationComponent
ConfigurationManagementComponent
EventComponent
RFC
1:nRequest to Fulfill
ActualService
FulfillmentRequest
Service Contract
Service LevelComponent
KPIn:m
Release CompositionComponent
Requirementto Deploy
Service ReleaseBlueprint
n:m
Offer ManagementComponent
Service Contract (Template)ServiceContract
(Template)
Service Level Status
Business / ITMeasurement
Business Measurement(Incident)
Request to Fulfill
1:1
RequestRationalization
Component
Request to FulfillSubscription
ServiceContract
(Instance)
1:1
Conversation
n:1
D2C V.2.1
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
IT4IT™ Success Stories
• Shell simplified its complex IT process and tool landscape
• Improved governance• Reduced number of IT vendors
• Bridged both IT and business silos• Enabled genuine collaboration
on business function automation
• Better time-to-market
• Applied Value Chain thinking to IT management
• Increased automation in IT operations
For more case studies and testimonials visit: www.opengroup.org/IT4IT/testimonials
Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
TM
IT 4 IT
N170
About The Open Group
Leading the development of open, vendor-neutral technology standards and certifications The Open Group is a global consortium that enables the achievement of business objectives through technology standards. The Open Group works with customers, suppliers, consortia, and other standard bodies. Its role is to capture, understand, and address current and emerging requirements, establish policies, and share best practices; to facilitate interoperability, develop consensus, and evolve and integrate specifications and open source technologies; and to operate the industry’s premier certification service.
Keys facts include:• Over 600 member organizations, with over 40,000 participants in The Open Group activities from 126
countries
• Our platinum members are: DXC Technology, Fujitsu, HCL, Huawei, IBM, Micro Focus, Oracle, and Philips
• Services provided include strategy, management, innovation and research, standards, certification, and test development
• Vision of Boundaryless Information Flow™, with Enterprise Architecture as a critical element for making the vision a reality; the TOGAF® Architecture Development Method (ADM) provides an important toolset
Further information on The Open Group can be found at www.opengroup.org.
Personal PDF Edition. Not for redistribution.
Copyright © 2017-2018 The Open Group. All rights Reserved. IT4IT™ is a trademark of The Open Group.